Senior Manager, CS Data & Analytics

What you'll do

• Own the tools and mechanisms for the weekly Customer Success Business Review to track key indicators.
• Lead analytics for Customer Experience and Voice of the Customer programs using structured and unstructured data.
• Measure the impact of education and enablement programs on ticket reduction and product adoption.
• Design test-and-control measurements and set baselines for new customer education programs.
• Manage and grow a team of analysts while overseeing a transparent intake and prioritization process.
• Partner with data engineering to rebuild the Customer Success data model.
• Expand self-service capabilities by implementing AI tooling and well-documented data.
• Translate complex data analysis into clear, actionable recommendations for senior leadership.

What we're looking for

• 8+ years of experience in analytics, BI, or data science.
• 2+ years of experience leading analysts.
• Experience owning recurring executive business reviews and translating analysis into clear recommendations for senior leaders.
• Hands-on experience extracting insights from unstructured data like survey verbatims or support transcripts.
• Working comfort with statistics, experimental design, and methods like regression, classification, and cohort analysis.
• Proficiency in SQL and a modern data stack including Snowflake, Hex, and dbt.
• Experience with customer success, customer experience, or support data, ideally in SaaS or restaurant technology.
• Experience using AI for analytics, automation, or building self-serve tools (preferred).